Information needed to review unexpected credit use

If credits were consumed in a way you cannot explain, a short, well-prepared report gets it resolved quickly. A vague one produces a long exchange of questions.

First: stop and do not retry

Repeating the operation to see whether it happens again spends more credits and adds entries that make the log harder to read. Investigate first.

Second: rule out the ordinary explanations

Most surprises resolve here, without support involvement.

Was the operation multi-stage? A long-form article charges for its plan, every section, optional research, every generated image and optional SEO metadata. A site-wide copy run charges for its structure and every page. Several entries for one finished run are expected.

Did translation touch more than you selected? Translating a post also translates the taxonomy terms attached to it when they have no translation yet. Those are extra charges the post count does not show.

Was an expensive profile selected? In the image tools, the Pro profile costs significantly more than Fast, and 2K more than 1K.

Did another site spend from the same account? Check the Domain column in the usage log. On a shared subscription this is the most common answer.

Did credits expire rather than being spent? Expiry is not an operation and does not appear in the log. Compare the batch list in My Account → POM AI Management against the log. A subscription batch is replaced at renewal, so unused subscription credits are lost. See Credit expiration.

Was a run interrupted? Stages that completed were charged even though the run failed.

Third: collect the details

If none of the above explains it, gather this before writing to support:

About the site

• the site URL;
• whether it is single-site or multisite, and which subsite;
• the POM AI version.

About the operation

• which tool, and the exact screen;
• what you selected: how many images, elements, sections or pages;
• the settings used, including the model profile and resolution for image tools, and the target word count for writing tools;
• the estimate you were shown, if you used the estimate path;
• whether you confirmed once or more than once;
• whether the run completed or was interrupted.

About the timing

• the date and time, with your timezone;
• the balance immediately before and immediately after.

From the usage log

• the entries you believe are wrong: domain, action, tool, endpoint, credits and timestamp for each;
• the total you believe should have been charged, and why.

About access

• who else can use POM AI on that site;
• which other domains are authorized on the same license.

Fourth: what never to send

Do not include:

• the license key;
• an MCP API key, OAuth token or authorization code;
• session cookies or credentials of any kind;
• customer personal data that appeared in a prompt;
• unredacted screenshots of the License tab.

None of these are needed to review a charge, and sending one means it has to be rotated afterwards. Redact screenshots before attaching them. See Rotate a license key safely if you believe a key has been exposed.

A usable report, in shape

Site: example.com, single-site, POM AI 0.2.0. Tool: AI improve image, Media → AI improve image. Selected 12 images, Pro profile, 2K. Estimate shown: 480 credits. Confirmed once at 14:20 CET on 3 March. Balance before 5,200, after 4,180 — 1,020 consumed. Usage log shows 24 entries for that minute, not 12. Expected 12 charges of about 40.

That is enough for someone to reconstruct what happened without asking a single follow-up question.

While you wait

If the account is now short of credits and work is blocked, a top-up restores service immediately; see Top-up credits. If you suspect a specific domain, set a spending limit on it in Manage AI Domains rather than waiting for the review to conclude.